Service Offerings and Agreements

Students will examine the following topics. A detailed case-study is used for group exercises, enabling the translation of theory into practice.

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to Service Offerings and Agreements
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Managers
• Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
• Organizing for Service Operation which describes the functions to be performed within Service Offerings and Agreement
• Roles and Responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks
• Continual Service Improvement as a consequence of effective Service Offerings and Agreement

Course Materials

1. A full-colour, spiral-bound A4 manual , covering every slide (approximately 300 slides)
2. Spiral Bound Student workbook (50+ pages), with a detailed case-study, Exercises and Mock Exams
3. Spiral Bound Student Answer book (50+ pages), with detailed Exercise handouts and Mock Exams Answers and Rationale

Prerequsites

• The ITIL® Foundation Certificate in IT Service Management (or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

It is also strongly recommended that candidates can

• Demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management

• It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification
• It is also recommended that students should complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance publications and in particular, the Service Strategy and Service Design publications

This course is also offered through e-learning